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Name change

Anonymous
Not applicable

I have been trying to change my name for over 2 months now after getting married. I have had about 5 online chats, the. Longest being an hour, I have had a telephone conversation, I have sent emails with the relevant form and marriage certificate, as requested, I have then followed these emails up with a further chat and a promise of a resolution within 24 hours, another 10 days and still nothing. I am unable to get a new phone because my name doesn't match my name on the account, my maiden name. Really how hard can it be for a so called high end telecommunications company! Any ideas?

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MI5
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Personally I’d make a complaint with Resolver.
Details on link http://www.o2.co.uk/contactus
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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Cleoriff
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Hi @Anonymous This isn't right at all. The latest information we were given on this from our community admin @Marjo was...

The details will be updated within 5 working days after the documentation is received, and the customer will be contacted to confirm that it's been done.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(HomePhone),T=HomePhone_Case,CASE=23722

I would contact customer services again and inform them this should only have taken 5 days. You could also put in a complaint https://www.o2.co.uk/how-to-complain

Veritas Numquam Perit

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Message 3 of 7
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Anonymous
Not applicable

Think my next step will have to be a complaint, I have already spoken to customer service, over 2 weeks ago, I am now losing track of timescales on this due to the length of the process. I asked for it to be escalated in my last chat and still nothing.

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MI5
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This is a direct link to Resolver that I mentioned above https://www.resolver.co.uk/freeadvice/companies/o2-complaints/services?odm=300_1_1&utm_source=O2&utm...
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 5 of 7
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Marjo
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Hi @Anonymous! Welcome to our forum. Sorry to hear you've been having trouble with the name change. 😞 I'm going to drop you a quick PM (private message here on the forum) to get a few additional details to see if we can help in any way!

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Cleoriff
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Thanks @Marjo Something has gone badly wrong with this name change in this occasion

Veritas Numquam Perit

Girl in a jacket
Message 7 of 7
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